After-Sales Complaint Tracking for Furniture

After-sales complaint tracking logs a fault against the original furniture order, assigns a carpenter or service person and follows the job to closure. Feedback stays on the same customer record.

Share your requirements

Complaints taken on the phone

A complaint taken by phone and noted on a pad can wait until somebody remembers to send a carpenter, and the customer may ring again in the meantime. The person who took the first call may be away. A logged complaint has an owner and a date.

How a complaint is handled

Logged against the original order

The model, fabric, delivery date and salesperson are already on the record, so the customer is not asked to describe the sofa or bed she bought.

Assigned to a technician

A carpenter or service person is given the address and a date, and the counter can say who is coming.

The fault and the repair

The fault, the work done and any part replaced are recorded. Repeated faults on one model become visible, which is useful to know before the next reorder is placed with the supplier.

Closed on customer confirmation

The complaint stays open until the customer confirms the piece is fine, and a note of what she said is kept on the record.

Feedback on the customer record

Whatever the customer says afterwards sits with her purchase history, so it is there the next time she visits the showroom.

What the owner reviews

Open complaints are a cost that rarely shows in the accounts. They get a list of their own.

Complaints open, and how many days each has been waiting
Complaints by model, and the ones that keep coming back
Jobs assigned to each technician this week
Customers whose complaint was closed and who bought again

FAQ

Frequently asked questions

Does it handle warranty periods?

The delivery date and model are on the order, so it is easy to see whether a piece is inside your warranty. The terms are yours. The software does not decide who pays for a repair.

Can the technician update the job from the customer’s house?

No. There is no separate technician app in this product, so the counter updates the job after his call and the record stays in one place.

Can we claim a faulty piece back from the supplier?

You can see every complaint logged against that model, which gives you the record to raise with the supplier. The claim itself is settled outside the system.

Talk to us

Tell us what you need.

Share your requirements and one of our engineers will come back to you within one business day.

What happens after you share your requirements

A senior engineer reads your answers. Nobody phones first.
Within one business day you get a written note: what we understood, what we would start with, and the questions we still have.
If it fits, a proposal follows with the order of work, what we need from you and what you receive at each step.
No call is booked and nothing is paid until you have read the note. Your details stay with us.

Start with your requirements

Seven short steps that tell us what you need. A senior engineer reads them before anyone gets in touch.